Repairs, Returns and Refund Policy

At Plant Where You Cant, we are committed to sustainability and believe in the longevity of our products. Our Planter Boxes are designed to be durable, but in the event of damage, we prioritise repair over replacement whenever possible. This policy outlines our approach to repairs, returns and refunds ensuring that we uphold our environmental values while providing excellent service to our customers.

This policy is in addition to, and is not intended to limit, any rights or remedies you may have under the Consumer Guarantees Act 1993.

Defective or Damaged Goods

Please inspect your order upon receiving it. If you notice any damage or defects, contact us immediately within 48 hours at hello@plantwhereuoucant.com. Be sure to include your order number, a description of the issue, and photos of the defect. We will assess the issue and attempt to repair the product before considering replacing, based on our warranty terms.

Repair Process 

Upon receiving your report, we will evaluate whether the product is eligible for repair. Repairs are generally offered for issues such as minor cracks, loose components, or hardware malfunctions. If repair is possible we will provide a repair plan detailing the necessary steps and timeframe, typically aiming for completion within 2-4 weeks, depending on the complexity of the issue and parts availability. If the product shows signs of misuse or neglect inconsistent with your claim, we may deny repair, replacement or refund.

For products under warranty, repairs are free of charge. If your product is no longer under warranty, we will inform you of any costs before proceeding. If repair is not feasible, we may offer a replacement, at our discretion, under the warranty terms.

Warranty Coverage

Our planter boxes come with a two-year warranty, while lids and stands have a one-year warranty. The warranty covers manufacturing defects and issues arising from normal use. Damage resulting from misuse, neglect, or accidental causes is not covered.

Returns and Exchanges

If you change your mind, we offer a 30-day return policy for non-discounted products, provided the item is in its original condition  - unused, with labels, and in its original packaging. To initiate a return, you’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@plantwhereyoucant.com. You will need to provide proof of purchase, and once the return is accepted, we’ll send you instructions on how to send the item back. Please note products sent back to us without a return request will not be accepted.

For exchanges, you may contact us to discuss available options. You will be responsible for any price difference and additional shipping costs. Exchanges are subject to product availability, and we will notify you of any delays if you exchanged product is custom-made or back-ordered.

Non-Returnable Items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. Additionally, we cannot accept returns on sale items or gift cards (unless faulty or damaged).

Refunds

After we receive your return, we will notify you  of whether the refund is approved. If approved, the refund will be processed on your original payment method within 14 business days. Please allow extra time for your bank to process the refund. If it has been more than 15 business days since we approved your return, please contact us at hello@plantwhereyoucant.com.

Shipping Costs

Except where products are faulty, you are responsible for all shipping costs associated with returning items for refund or exchange. For international orders, the customer is responsible for all shipping costs, custom duties and taxes associated with returning items for repair or refund.

Incorrect Goods

Please inspect your order upon reception and contact us immediately if you receive the wrong item, so that we can evaluate the issue and make it right. 

Changes To This Policy 

We reserve the right to update or modify our Refund and Return Policy at any time without prior notice. Any changes will be effective immediately upon posting on this page. For any significant changes to our warranty or return policy we will notify customers of the changes on our website at least 30 days before they take effect.

By making a purchase on our website, you agree to our Refund and Return Policy.

If you have any questions about our Refund and Return Policy, please contact us at hello@plantwhereyoucant.com. Our team is here to assist you and ensure that you have a positive experience with Plant Where you Cant.